Manager Service

DOUG FOREMAN

Email: **********@*****.***

http://ca.linkedin.com/in/dougforeman

Mobile: 647-***-****

Accomplished manager with 20 years experience implementing and evolving IT Industry Best Practice Operations. Present leader with a diverse background and ability to motivate teams and business professionals. Intuitive of how technical implementations and business functions are impacted. Recognized for the ability to turn around underperforming operations, identify deficiencies and opportunities during organizational growth and change.

Achievements

• Provided proposal to rebuild primary infrastructure and Data Center move, resulting in an 82% rate in Production Stability, 73% Reduction of Severity 1 Incidents and 33 % increase in Website Performance

• Identified, created and implemented value add process improvement in the areas of Customer Support, Software Release and Sustain/Operational activities, resulting in 67% increase in Response Time of Severity 1 & 2 incidents – Introduction & Implementation of Vendor Management and Change Management methodologies and processes

• Lead Incident Management, Problem Management, Release Management and Change Management sessions in support of Continual Improvement (CI) ITIL best practices, resulting in a 72% increase in Successful Application Delivery, in addition, a 54% increase in Achieving Project Milestones and Delivery Dates

• Enhancement and Management of the ITIL framework, development and training within the Incident Management office and organization, resulting in a 60% Mean Time to Resolve (MTTR) reduction of Severity 1 & 2 Incidents

People Management

• Excellent communication skills emphasizing open door relationships with Executives, Leadership and Support teams.

• Led, reconstructed and implemented well-organized, productive, efficient business units in IT, Retail/Commercial and Production settings.

• Management Training, Coaching & development of personnel career development, monthly goals and day to day challenges

• Focused on customer service, problem solving and creating strategies driving process improvements to enhance Service Availability, Client Support and Service Delivery

• Supported integration of acquisitions into enterprise wide infrastructure support services and processes

Management Systems

• Implemented and adapted ITIL models and methodologies

• Designed and supported governance policies and processes; accomplished stability and efficiencies of IT infrastructure and product delivery

• Created technical training sessions for staff and clients, effectively improving client services, relations and communication

• Responsible for managing/coordinating the IT problem resolution process from an end-to-end perspective while adhering to strict SLA guidelines and ITIL best practices

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Management Systems (CONTINUED)

• Continual improvement processes tailored to specific client needs; acquired broad client and internal knowledge elevating effective resource management

• Developed and implemented real time tracking and communication tools in SharePoint, identifying trends, defects and operational gaps to be managed through the Incident, Problem and Change Management process

• Compiled, Constructed and published SharePoint documentation supporting IT Service Management (ITSM) services and team knowledge base encompassing; Internal and Client facing policies, procedures, processes, training and communications

Technical Skills

• Enterprise Infrastructure and associated technologies

• Incident Management, Problem Management and Change Management

• Release Management, Vendor Management and Project Management

• Jira, Remedy, HEAT, Service Now

• Microsoft Office Suites 2007, 2010, O365 and SharePoint

• Microsoft Certified Professional (MCP) – A+

• ITIL V3

• Caching & Security Suites

• Network – WAN / LAN / Wireless & Telecom

• Load Balancer / Firewall

• Web Application/Services, DevOps, Build Management

• Confluence, Kubernetes, Jenkins, Docker and VMWare / VSphere

• Database Management Backup & Storage

• Wintel, Unix, Linux, MAC OSX, Active Directory and VMware

• Data Center Operations & Management

RELATED EXPERIENCE

Service Delivery Manager – Operations 2020 - Present

QRX TECHNOLOGIES GROUP, Vaughan, ON

• Managing the operations team across all national accounts. Maintaining client satisfaction via the Managed Print Service program. Leading the professionals responsible for supporting Service Delivery & IT Operations.

• Solutioning & Leading IT projects to evolve the, billing, tracking and ordering efficiencies of the Service Desk, Procurement and Accounting workflow.

Clinic/IT Manager – Operations 2018 – 2020

MYHEALTH CENTRE, London, ON

• Overseeing the management and daily operational efficiencies of 52 personal across 4 medical imaging clinics in the London region

• Partnering with Marketing, Quality Assurance, IT, and Executive stakeholders in support of clinical and community needs including; software/hardware rollouts and enhancements, Accreditation and CPSO audits, Process & Policy improvements and initiatives.

DOUG FOREMAN Pg. 3

Assistant Manager – Contract 2017 – 2018

KAL TIRE, London ON

• Accountable for 39 personnel – Oversee all aspects of the Retail, Commercial and Production store operations, hiring and training of new associates via SharePoint documentation and Wage progression program

• Represent the store as a Point of Escalation of day-to-day activities and customer challenges; Customer consultation of Kal Tire services, Tire applications and Mechanical Maintenance programs

IT Service Support / Release Manager – Technology Operations 2012 – 2017

AUTODATA SOLUTIONS, London ON

• Accountable for 32 personnel, the Software Release, Service Delivery Life Cycle and technical consulting services to Fiat Chrysler Automotive (FCA) and Business Unit. Provided 24/7 technical and non-technical support for Product Services, Project Management and Operations teams.

• Represented the organization and acted as the Single Point of Contact (SPOC) in the event of a service interruption – served as a liaison between various internal and external functional teams

Sr. Manager – Incident Management Office 2010 – 2011

D+H CORPORATION (FORMERLY DAVIS + HENDERSON), London / Mississauga / Scarborough ON

• Accountable for 14 personnel on a 24/7 basis, managing the operational activities of the department to include: Staffing Levels and Operational Excellence of Incident, Problem and Product Support Service Management processes

• Presented, mentored and led the implementation and accuracy of Governance, Service Catalog, SharePoint Knowledge Base, Incident and Problem Management Executive level SLA reporting

Manager – Incident / Problem Management 2008 – 2010

UNIVERSITY HEALTH NETWORK, Toronto ON

• Responsible for providing an ITIL framework and best practice point of view. Ensuring compliance to Incident, Problem, Vendor and Change Management processes.

• Led and conducted Incident and Problem Management Forums, comprised of cross functional representation for the Shared Information Management Services team

• Accountable for directing and facilitating multiple internal/external 24/7 Support and Project teams for highly critical healthcare services.

Team Lead – Incident Management Center 2000 – 2008

CGI, Markham ON

• Responsible for 15 personnel servicing multiple clients and internal operations; supervising daily operations consisting of 24/7 support, Incident/Situation Management, Service Delivery and Project Management

• Mentored, led and coached staff members in cultivating a responsible and maturing Incident Management Team, improving overall client satisfaction and relations

DOUG FOREMAN Pg. 4

Technical Team Leader – Technical Assistance Center

• Team Leader of 42 Technical Service Desk personnel, supervising daily tasks to ensure the highest level of client satisfaction and operational excellence

• Led and managed internal office projects, desk top support and software roll outs, technical escalations, task delegation and direction – frequent client communication ensuring proper escalation, quality and resolution of Tier I and II cases

Analyst – Incident Management Center

• Subject Matter Expert on larger revenue generating clients and new acquisitions to assist in the transition, supervision and training of tenured and new hires

Analyst – Technical Service Representative

• Provided first & second level problem resolution support for the Starquote product line

• Led technical training sessions to first and second level responders.

Field Service Technician

CGI, Toronto ON

• Provided timely customer support and installations of all systems related to Starquote product including Servers, PC (hardware/software) printers, serial dumb/Wyse terminals and LAN/WAN communications

EDUCATION & PROFESSIONAL DEVELOPMENT

ITIL V3 Certificate, HEWLETT PACKARD, Toronto ON

Six Sigma Training, D+H, Mississauga ON

Certificate, Aqua Ion & Luna Control Center, Akamai University, Detroit U.S.A.

Cisco Router Training, LEARNING TREE, Toronto ON

Microsoft Certified Professional (MCP) & A+, ALPHA LOGIC CAREER COLLEGE, London ON

Computer Electronics Technician (C.E.T.), WESTERVELT COLLEGE, London ON

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